Senior Support Analyst (PowerFAIDS)

Location: Remote - USA. Candidates near hirify.global offices may choose fully remote or hybrid work with office attendance on Tuesdays and Wednesdays. Occasional travel for in-person business purposes is required.

Salary: $56,000–$95,000 per year, adjusted based on location, experience, qualifications, and market data. The position is non-exempt and eligible for overtime.

Company

A self-sustaining nonprofit focused on expanding educational and career opportunities through higher-education programs, tools, and services.

What you will do

• Provide customer support for PowerFAIDS while maintaining response, resolution, and customer-satisfaction standards.
• Diagnose complex user issues, reproduce errors, identify root causes, document corrective actions, and report software anomalies to development.
• Manage escalations with clear documentation and communicate timelines, next steps, fixes, and workarounds to technical and non-technical users.
• Participate in software testing, release-documentation reviews, customer training, and onboarding activities.
• Create knowledge-base articles and troubleshooting guides, and recommend product or documentation improvements based on recurring issues.
• Provide backup support, assist with the annual PowerFAIDS User Group conference, and monitor Title IV regulatory changes affecting workflows.

Requirements

• Must be authorized to work in the United States.
• At least 4 years of experience in financial aid administration and at least 2 years working with PowerFAIDS.
• Hands-on experience troubleshooting and resolving complex issues without predefined procedures.
• Deep knowledge of Title IV regulations, financial aid processes, and their operational use in PowerFAIDS.
• Strong customer service, written communication, verbal communication, prioritization, and independent judgment skills.
• Experience diagnosing root causes, managing multiple open issues, and serving as a PowerFAIDS resource for colleagues.

Nice to have

• Experience writing SQL queries.
• Experience training or onboarding colleagues on PowerFAIDS or financial aid processes.
• Experience maintaining documentation, process guides, or training materials.

Culture & Benefits

• Mission-driven work supporting access to educational and career opportunities.
• Remote work with an optional hybrid arrangement for candidates near hirify.global offices.
• Occasional in-person business travel and participation in a professional user-group conference.
• Compensation is reviewed using qualifications, experience, impact, location, and market data.
• Eligible non-exempt employees receive overtime pay for hours worked over 40 per week.
• Collaborative, empathetic, growth-oriented environment with support for new digital and AI-driven tools.

Hiring process

• Resume and application review, followed by a recruiter phone or video screen.
• Hiring manager interview, performance exercise, panel interview, leadership conversation, and reference checks.
• Applications are reviewed immediately and remain open for at least five business days or until the position is filled.